The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

Tip of the Week

  • Take ownership of the up-training cadence.
     January 1
     There is often grey area between what is considered a WFM role and what isn’t. One of these roles is training.
    If WFM does not have at least one foot in training, then the control that the WFM team has in making sure agents with the right skills are present at the right time to …

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